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Social listening to your customers…when they don’t say your name

Filed under: RSS,Search — Marshall Kirkpatrick @

Social listening – for the past 10 years, since the founding of companies like Radian6 and ScoutLabs, it’s mostly meant “listening for the use of my brand’s name on social media so I can do damage control.”

There’s so, so much more than that. I’d like to write a book about how much more there is that that, but for now I’ll leave you with two thoughts:

* If your “social listening” only listens for your brand name, then it isn’t really social and it isn’t really listening.

* If you have customers, and you believe customer experience is important, then you should use social listening to see what your customers’ concerns, work, and day to day lives are like.

I’ve got some great systems for listening beyond brand name – to topical leaders talking about things other than…me. But now I’m building systems to listen to customers and it’s really exciting. It’s exciting to read about and listen to the work that is being done by the fascinating customers my employer works with! It’s fun – and it’s going to enable me to support those customers much, much better.

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